Robert L. Thomas Pacoima, CA. • 661-***-****

ac0fp3@r.postjobfree.com • www.linkedin.com/in/robertthomastsr

Technical Support Specialist

Key Contributor & Effective Leader supporting help desk and technical support operations in fast-paced environments. Solid working knowledge Windows-based environments, SQL, Citrix, UNIX, and MS Office applications. Able to clearly understand problems and find positive solutions through use of troubleshooting, problem solving, and communication skills. Core strengths include:

Server Technologies • Electronic Data Interface (EDI) • Networking • Client Support • Help Desk

Hardware Setup & Upgrades • Implementation • Troubleshooting • Strategic Planning • Data Conversions

Professional Overview

4WALL ENTERTAINMENT Lighting Rentals – Los Angeles Jan 2016 - Apr 2017

IT Support Helpdesk

Provided technical and helpdesk support to the Los Angeles and Orange County offices. Duties included configuring and deploying PC, Laptops, and Macs. Setup Copier, Printer, Scanners, also setup emails on Smartphones. Using the “Spiceworks” and “Happyfox” ticketing software I was able to create, modify, track, and resolve reported client problems either remotely, via email, and by phone.

Monitored and resolved helpdesk trouble tickets.

Re-locate and/or setup new acquisitions (Companies)

Staged, imaged, and rolled-out new Desktop, Laptop, Mac’s and repurpose the old to use as spares.

Setup smart phones

Setup network and local printers

Software installations.

Created new user in Active Directory

Created email accounts

Update the entire Los Angeles/Orange County offices with windows 10 and Office 365.

Used PDQ for inventory and software deployment.

Protection One and Bay Alarm Security Administrator and point of contact for LA and OC offices.

JRK PROPERTY HOLDINGS Mar 2015 - Dec 2015

Technical Support Helpdesk – (Contract through Robert Half)

Provided desktop support to all properties and hotels acquired by JRK. Duties included configuring and deploying PC, Laptops, and Macs. Setup Copier, Printer, Scanners, also setup emails on Smartphones. Using the “Spiceworks”

Ticketing system I was able to create, track, and resolve issues reported by our clients remotely, via email, or

Instructionally by phone.

Accomplished re-writing PC laptop and Mac “rollout” procedures.

Installed “Belarc” software to help track product inventory on remote machines.

Created Inventory spreadsheet to track all equipment at “Multi-Family” locations.

Software installations.

Setup network and local printers

Staged, and rolled out new Desktop, Laptop, Mac’s and repurpose the old to use as spares.

Setup smart phones

Monitored Tickets

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Professional Overview continued…

Agiliant / Fuse Networks, Los Angeles, CA May 2014 - Feb 2015

Technical Support Helpdesk, Agiliant – Contract employment – Nov 2014 to Feb 2015

Acquired by Agiliant from Fuse Networks to continue providing excellent service to their client base. Duties remained the as below with the addition of more clients and the changing of “LabTech” connection software to “Kaseya”.

Accomplished updates of Office 2003 and 2007 to Office 2010 for large offices.

Deploy “Kaseya” agents on all client machines

Technical Support Helpdesk – Working for Fuse Networks on Contract basis – (May 2014 - Nov 2014)

Provided desktop and server support to a variety of companies. Duties included PC, Laptops, Copier/Printer, and

Smartphone setups and configurations along with email and new user domain setups. Using the “AutoTask” ticketing system I was able to create, track, and resolve issues reported by our clients remotely, via email, instructionally by phone, or by visiting the location. Created vendor escalation process for effective application support and response time. Maintained MS Exchange using ORF email filtering to prevent spamming and un-authorized emails. Using “LabTech” software that register warnings from devices that the agent is installed on I was able address low disk space and virus alerts. Also managed software installs of all Microsoft Office and Adobe Acrobat Products.

Accomplished upgrade of operating system from Windows XP to Windows 7 for large offices.

Disney Interactive Media, Glendale, CA June 2009 to May 2014

Technical Support Guest Experience Representative

Assisted 50+ guests per day with game and technical issues related to PC, console, and mobile online games via chat, email, and telephone. Logged user issues and tracked trends using Oracle’s “RightNow” and Salesforce ticketing software. Maintained operational flow using escalation protocol to stay within support level agreements. Provided product testing for game quality and moderated online games and chat logs, removing hackers by locking account access. Prepared weekend reports containing online game concurrency, population, and bandwidth for management and product teams.

Improved processing and customer response times by detecting common trends and issues and creating template responses.

LandAmerica/Southland Title & Escrow, Burbank, CA Feb 2006 to Nov 2008

Systems Analyst Field Technician, Nov 2007 - Nov 2008

Supported Citrix-based applications and services and maintained workload distribution and hardware infrastructure. Assisted with select Cisco router and switch configurations and VERITAS data backups and restores. Created and deployed OS images through Symantec Ghost and installed and supported SQL DB software. Provided phone support resolving Level 1 escalated support issues, assisted onsite users, and served as vendor liaison.

Assisted with setup and networking of all PCs and peripherals for move and merge of two offices over weekend to allow client to continue business operations with minimal downtime.

Key component in upgrade of local branches’ operating system upgrade from Windows 2000 to XP accomplished through Imaging and using Symantec Ghost tested in-house and ran onsite to ensure smooth transition.

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Professional Overview continued…

Helpdesk Level 1 Support, Feb 2006 - Nov 2007

Provided remote customer service support in Citrix-based environment for approximately 500 users. Answered incoming calls with solutions or escalation procedures to Level 2 or local technicians. Supported Windows 2000 and XP Pro running Citrix ICA Client and Microsoft Office 2003, installed and supported SQL DB software on local PC. Backed and maintained Active Directory, Exchange, and File and Print Servers for Server 2003.

Demonstrated high-quality, prompt, and professional customer service and support to instill confidence in technical advice and directions.

Dolphin Imaging Systems, LLC, Chatsworth, CA Feb 2005 - Feb 2006

Tech Support (Practice Management Software)

Provided remote customer service support for Practice Management SQL-based software running on Server 2000, 2003, and XP operating systems. Assisted with hardware setup and upgrades, networking, product installations and updates, data conversions, and financial support.

Accountable for self-training and self-efficient problem solving in call center with heavy call volume.

VANTAGEMED CORP./MEDICAL DIGITAL Aug 1987 - Dec 2004

Provider of healthcare information systems and service. Medical Digital was acquired by Vantagemed.

Sr. EDI Specialist - Vantagemed – Mar 2004 to Dec 2004

Duties included setting up electronic billing using integrated data in our Practice Management Software "RIDGEMARK". The process required provider enrollment, healthcare claim testing and patient statement deployment, successful electronic data submissions, and cross training the end user.

Tech Support Supervisor, Medical Digital/Vantagemed – Aug 1999 to Mar 2004

Duties included monitoring client issues to ensure proper handling in a timely fashion. Coordinated support for Project Managers and Regional Trainers during new installations, also prepare support productivity spreadsheet for management. Documented and implemented support protocol for departments in Seattle, Rancho Cordova, Los Angeles, and Texas.

Level II Support, Medical Digital – Aug 1992 to Aug 1999

Provided support for two Practice Management Solution products running on three different platforms (Alpha Base, UNIX, and Windows). Duties also included hardware and software setup, product updates, and server configurations. Also responsible for resolving escalated support issues.

Level I Support, Medical Digital - Aug 1987 to Aug 1992

Duties included providing client support for two Practice Management Software products running on three different platforms (Alpha Base, UNIX, and Windows). The position required heavy phones and first level problems solving, and the escalation software or hardware problems to the next support level.

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Education

College Credits in Computer Science Pierce College

Technical Skills

SQL Citrix Cisco UNIX

Exchange Windows Active Directory Knowledge Base

Symantec Ghost Oracle RightNow LabTech Technologies LOGMEIN Rescue

ORF Enterprise Edition Electronic Data Interface NSF & ANSI EDI Interface AutoTask Ticket Management Software PDQ Inventory & Deployment DameWare VMWare

Salesforce Ticket Management Software Kaseya

SPICEWORKS Ticket Management Software

Microsoft Office Suite (Word, Excel, Access, Outlook)

Microsoft Office 365

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